1+ months

RTA Traffic Workforce Representative - Maryland Heights, MO - 896898

Maryland Heights, MO 63043 Work Remotely
  • Job Code

OptumCareis committed to creating an environment where physicians focus on what they do best: care for their patients. To do so,OptumCareprovides administrative and business support services to both owned and affiliated medical practices which are part ofOptumCare. Each medical practice part and their physician employees have complete authority with regards to all medical decision-making and patient care.OptumCare'ssupport services do not interfere with or control the practice of medicine by the medical practices or any of their physicians.

TheReal Time Analystmonitors, analyzes and responds to real-time Inbound/Outbound call management situations. The Analyst decides what actions to take and implements the necessary actions. In addition, communicates contingency plans in both low and high IB/OB call volume situations. This role serves as the primary contact for our call centers and is empowered to make decisions. The analyst will analyze data to make decisions real-time on the day-to-day operations in order to maximize work, resources and productivity. This person is responsible for coordination of scheduling; call volume monitoring and agent skilling to meet goals.

What we do defines who we are. Take a deeper look at how we're providing support during this global health crisis and search for a way you can get involved. View our Covid-19 Resources Page at:https://info.uhg.com/

Primary Responsibilities:

  • Use workforce management software and call volume history to help manage intra-day staffing levels to determine the most effective methods for staffing adjustments
  • Utilizes WFM tool to observe agent adherence and compare to agent scheduled state
  • Manage real-time call traffic to help ensure that service levels are met and OB campaigns are completed
  • Makes recommendations for OT when volumes exceed staff capacity
  • Gain an understanding of the technical and business solutions: optimized schedules, forecasts and other tools and present them to management
  • Analyzes daily and weekly performance to make recommendations on overtime needs and cross skills to optimize resource utilization and productivity
  • Communicates with all levels of management to provide direction and/or results of resources and skilling movement.
  • Prepare and maintain reports, dashboards and monthly packages.
  • Gain familiarity with analysis and ensure consistent methodologies are followed to meet service level goals and outbound completion.
  • Prepare ad hoc analysis that enables strong understanding of the business
  • * Provide training report, dashboard and package development to team members and management as needed
  • Demonstrates initiative, adaptability and decisiveness
  • Lead morning touch base call with call centers and highlights data review with leaders
You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
Required Qualifications:
  • High School Diploma or GED
  • 1+ year experience working in a call center and/or transaction site
  • Experience trending and analyzing data
  • Proficient with Microsoft Excel and Word (i.e. creating spreadsheets, v-lookups, pivot tables, Sequel,creating and editing documents, etc.)
  • Ability to work a flexible schedule, including weekends or on-call support
  • You will be required to adhere to UnitedHealth Group's US Telecommuting Policy
  • If you need to enter a work site for any reason, you will be required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or a similar UnitedHealth Group-approved symptom screener. When in a UnitedHealth Group building, employees are required to wear a mask in common areas. In addition, employees must comply with any state and local masking orders
Preferred Qualifications:
  • 2+ years (WFM) Workforce Management Experience
  • 2+ years Experience with workforce systems such as Avaya, Interactive Optimizer, CMS, IEX, eWFM, Genesis, and/or Blue Pumpkin
Soft Skill:
  • Ability to work in a fast-paced environment and make decisions
UnitedHealth Group is an essential business.The health and safety of our team members is our highest priority, so we are taking a science driven approach to slowly welcome and transition some of our workforce back to the office with many safety protocols in place. We continue to monitor and assess before we confirm the return of each wave, paying specific attention to geography-specific trends. At this time, 90% of our non-clinical workforce transitioned to a work at home (remote) status. We have taken steps to ensure the safety of our 325,000 team members and their families, providing them with resources and support as they continue to serve the members, patients and customers who depend on us.

Some of the steps we've taken to ensure employee well-being include:
  • Transitioned our new hire training classes to be conducted virtually
  • Launched our ProtectWell app and UnitedCARES program to help ease the burden and stress for our UnitedHealth Group team members and their immediate family affected by COVID-19
  • Daily updates from our CEO Dave Wichmann to support and inspire team members during this challenging time
  • Onsite social distancing and increased sanitization measures for employees who have been welcomed back to our offices
  • Fully cover the COVID-19 healthcare costs for our employees
  • Employees who self-identify as high risk or who live with someone who is high risk have been asked to remain working from home
You can learn more about all we are doing to fight COVID-19 and support impacted communities at:https://www.unitedhealthgroup.com/newsroom/addressing-covid.html

Optum, a part of theUnitedHealth Groupfamily of businesses, continues to evolve and make a bigger impact through its extensive expertise in combining technology, data and people to create novel health care solutions and services across the globe.OptumServeis following suit by creating and delivering care that meets the health needs of active duty service members, veterans and their families. We're partnering with federal and state government agencies to meet the readiness and health needs of active duty military members and veterans by providing preventive health screenings and assessments to ensure that troops are ready to answer the call of duty. For those who want to intensify their impact in a career that brings together challenge, learning and growth,OptumServeis the right place to doyour life's best work.(sm)

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employers and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

UnitedHealth Groupis a drug-free workplace. Candidates are required to pass a drug test before beginning employment

Keywords: workforce planning, workforce management, Avaya, analyzing data, WAH, WFH, remote, hiring immediately, Maryland Heights, MO


Posted: 2020-10-23 Expires: 2020-12-25

UnitedHealth Group is the most diversified health care company in the United States and a leader worldwide in helping people live healthier lives and helping to make the health system work better for everyone.

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RTA Traffic Workforce Representative - Maryland Heights, MO - 896898

UnitedHealth Group
Maryland Heights, MO 63043

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